I recently moved into a flat, but dont have a car and have a busy work schedule, so opted for delivery of a few bulky home items on a selected date when I knew that I could be home. I particularly wanted a bin delivered because it is big and was very much needed after a week of rubbish building up. The delivery came, but I discovered that the two section kitchen bin was missing. I rang John Lewis immediately and customer service said that it was DHL's error (package left in depot) and DHL would get back to me some time in the next week. Considering I had elected a specific delivery slot and the bin felt urgent to me (and I expressed this), I would have expected more than a vague answer like that and was surprised at the lack of overall ownership from John Lewis for this failed delivery. It may have been a DHL mistake, but the delivery service falls under the "product" that John Lewis is offering and customers are paying for. There was hardly an apology or interest in getting it to me sooner from the gentleman the line. I think he even laughed at one point because the item happened to be a rubbish bin. I took his name because I felt annoyed by his attitude then already. The following day I never got a call from DHL. Just a text in the middle of my work day to say the bin would be delivered between 6-8pm. There was no link or number to call if the time didn't suit me. I was not due to be home (this is why I had paid for a particular delivery day), so now this delivery was causing me hassles rather than being a convenience for which I paid £10. I may as well have got standard delivery. I ended up leaving work early to try and get home (i didnt feel like more hassle if I missed this delivery) and just caught the delivery man in time, but it inconvenienced my employer and it meant that I was late for an event in another part of London for which I had booked. Of course, the DHL delivery man said it was not his fault. More blame shifting. I got sent an email from John Lewis asking how I felt my case was handled. I was honest and said I was not happy with John Lewis service and asked for my £10 delivery fee to be reimbursed. I got a terse reply saying that DHL delivered the order on the selected day. The implication was that I had got my facts wrong - really poor. I then sent back a screenshot of the DHL text about the delivery slot from my phone to prove that the bin came a day late and that the delivery was not confirmed with me at a convenient time. No response. I rang John Lewis and asked tonspeak tons supervisor as I felt their service was poor and email unacceptable. The girl in the phone was at the best incompetent and took ages typing my statement and reading it back to me as though I was part of some formal hr grievance hearing. I said several times I would like to speak to someone and in principal I felt my £10 should be reimbursed as the delivery failed to be the service being offered. I have still not heard from John Lewis. I will never get a delivery from John Lewis again. I am really surprised at how bad the service is for a company which is on the quality, pricier end of the market and who promote themselves as having good service.